Fantastic add-on. Compliments JIRA Service Desk perfectly and has allowed us to easily setup complex SLA requirements that we weren't able to achieve with JSD's inbuilt functionality.
Highly recommend this plugin.

It was our intention to add this column to issues filters and sort by it so that our developers would work on things closest to SLA expiry. Unfortunately, because of the way that JIRA does indexing, it is often not possible to sort on the "Time to SLA" column as things are not in the proper order. This plugin does come with an "SLA Report" that does work but it is many extra clicks to get that information and isn't workable for us. We still decided to purchase this plugin because for the price we can derive enough value to justify the cost. I just wish the sorting worked better because that would make this plugin 5X more valuable to us.

I think this is a solid/compelling offering. It has enough flexibility to segment/target which projects SLAs should apply to. The configuration makes good sense and I didn't have to struggle very much through the manual to get it tuned.
More importantly, it abides by all Jira behavior/configurations/permissions/licensing. This is important if you needed to apply this to non-Support projects without changing the look and behavior of it. It operates without getting in the way of users or administrators. It has the right amount of configuration to tune the product to fit the organization.
The ability to recompute SLAs by issuing a filter is great for maintenance.
Some improvements I would suggest are: The customfield that displays the SLA time remaining doesn't load in the background so it slows the issue loading a little. We use the SLA panel on the right-hand side instead for this. It would be useful to also stop the SLA if a change to a field has occurred. As a workaround, we use a Script Listener that sets a Datefield instead, which the plugin will happily use as your official stop time. The look and feel would feel more integrated if more of the UI utilized the Atlassian Design Guidelines, in particular two areas: SLA tab, and SLA panel.

Very flexible add-on that allows for a much greater degree of customization than the built-in SLAs. Snapbytes also has a responsive support team that has quickly fixed bugs and implemented features to clear blockers for my team.

Fantastic add-on. Compliments JIRA Service Desk perfectly and has allowed us to easily setup complex SLA requirements that we weren't able to achieve with JSD's inbuilt functionality.
Highly recommend this plugin.

It was our intention to add this column to issues filters and sort by it so that our developers would work on things closest to SLA expiry. Unfortunately, because of the way that JIRA does indexing, it is often not possible to sort on the "Time to SLA" column as things are not in the proper order. This plugin does come with an "SLA Report" that does work but it is many extra clicks to get that information and isn't workable for us. We still decided to purchase this plugin because for the price we can derive enough value to justify the cost. I just wish the sorting worked better because that would make this plugin 5X more valuable to us.

Cloud Pricing

Server Pricing

Data Center Pricing

Pricing FAQ

Server products and apps are hosted on your servers. This app is sold as a perpetual license, and the purchase price includes 12 months of maintenance (support and version updates).

You can renew maintenance after 12 months at 50% of the current purchase price. You can upgrade the tier of your Atlassian product and app licenses at any time. Upgrade prices are calculated based on Atlassian's formula (view example).

If app pricing changes after your initial purchase, there's a 60-day grandfathering period during which you can renew based on the old pricing.

How do I determine my server pricing?

Apps are billed based on the number of users in your Atlassian product. For Jira 7.0 or later, the app tier should match the maximum tier of the licensed Jira products on your instance. For example, if you're running Jira Software (500 users) and Jira Service Desk (25 agents) on the same instance, you should purchase the 500-user tier for apps. For versions of Jira prior to 7.0, the app tier should match the licensed user tier for Jira. Even if fewer users want to use the app than your Jira license, the two licenses should match exactly. Note: While this app has features specific to Jira Service Desk, the app is technically available across the whole Jira instance. Therefore the above guidelines for the license tier still apply.

Can I install this app in a Data Center product?

This app does not have a Data Center approved version. Only apps meeting a set of performance requirements for large, clustered environments are approved for Data Center.

However, while server apps are built for single-server deployments, many customers successfully install them in Data Center products. If you're using a Data Center product, Atlassian recommends you contact the vendor to determine compatibility at scale.

For server apps, you can extend your app trial up to 5 times - in other words, for up to six months. Extend your trial by generating a new evaluation license key from Atlassian Marketplace. Click Try it free and you'll be directed to generate a new license. Paste this license key into the app listing in UPM from your Atlassian product, and you're all set.

How can I buy apps for my legacy Jira Server or Confluence Server license?

If you own a legacy Jira Server Unlimited (100+ users) or Confluence Server Unlimited (2000+ users) license purchased in 2012 or earlier, legacy app pricing is no longer available. You have two options for app purchasing:

Purchase the app at the non-legacy Unlimited (10000+ users) tier.

Renew your Jira or Confluence license at a non-legacy tier, then purchase the app at the same tier.